Workforce Management Specialist
2 semanas atrás
Job Summary
We are seeking a highly skilled Workforce Management (WFM) System Administrator to join our team at Amazon Development Center (Romania) S.R.L. - A91. The successful candidate will be responsible for maintaining our WFM back end/front end systems and tools, as well as partnering closely with other teams to deliver mission critical initiatives.
Key Responsibilities
- Provide ongoing support, user training, and maintenance of our global Workforce Management systems and tools.
- Troubleshoot any issues with or enhancements to WFM Systems and coordinate with applicable teams to ensure timely resolutions.
- Evaluate and advise partners to develop Forecast Groups, Staff Groups, and Routing Sets to improve utilization and business efficiency.
- Ensure the accuracy and timeliness of all data flowing to and from WFM systems.
- Respond to reported issues, requests, and inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
- Setup user access to systems and/or services.
- Create and update profiles, permissions, and maintain user accounts.
- Draft and maintain internal communications policies and procedures.
- Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
- Work with internal IT support teams and vendor technical support, as needed.
- Provide on-call support, which may require working on some nights and weekends.
- Occasional business travel and travel to other company facilities may be required.
Requirements
- 2+ years of experience in a Workforce Management Administrator position, or 3+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management).
- Oral and written communication skills are required to provide appropriate customer support and interaction.
- Speaking-listening-writing skills, attention to details, proactive self-starter.
- Proven ability to work in a dynamic, ambiguous environment.
- Experience with automatic contact routing, VoIP, and any contact center case management tools.
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